Many of the Terrain Tamer parts including the coil springs, hoses, belts and snatch straps are manufactured in Australia and those parts that are made overseas are manufactured to the company’s stringent quality standards.
“There’s a lot of products that are manufactured here in Australia and when we can we do but where we’ve gone overseas we have never compromised on quality,” Mr Hutchinson said.
“Many of the best products are manufactured either in Japan or sometimes South America so we work closely with them but to our specifications.
“Sometimes we may have a product we will bring in under a white box and we work with the mining industry to develop it or make sure it’s of the highest spec and then 12 or 18 month later we’ll brand it in the Terrain Tamer brand once we’re comfortable it is of that highest quality.
“The slogan for Terrain Tamer is “When Quality Counts” so once it hits a Terrain Tamer box our customers know that’s of the highest quality; it’s our differentiation in the market.
The agricultural and mining industries are a large part of the Terrain Tamer customer base, and even play a major part in developing Terrain Tamer’s products – meaning those who enjoy off-roading are buying a product which will last the distance.
Mr Hutchinson said developing the Terrain Tamer brand was the best business decision the company had made over its four decades of existence.
“That’s our weapon against that difference in quality so when something has the Terrain Tamer brand on it, it’s been through our rigorous testing,” he said.
“So we can stamp our seal of approval, our warranties and our confidence. With this stamp our customers return to us and they trust us.”
Substandard service is certainly not something you will find at Don Kyatt Spare Parts.
“The most important thing for us is your customers,” Mr. Hutchinson said.
“We had customers that came and visited us with old Bedford truck parts in 1975 and they still walk in here and that’s very important to us; to hold a customer for life is what we’re about.
“Our population is too small to advertise heavily and then deliver less than what we’ve promised so we always try to underpromise and overdeliver.
“it’s important that our customer service is very strong, that our pricing is always fair and reasonable but then to also give the backup support to those customers.”
Besides being Don Kyatt customers, these people are often the Terrain Tamer representative by default in regional areas and the company understands this by offering that support.
“If we can grow and support them then they’ll keep coming back to us,” Mr. Hutchinson said.
“And we work with them on developing products as well so those relationships we’ve formed over the last 40 years; hopefully we’ll have over the next 40 years.”
Mr. Hutchinson said marketing measures implemented before the economic downturn has made a huge impact in safeguarding the company through this difficult time.
“This recession has been different for us,” he said.
“Leading up to it we spent more on advertising and marketing and so we’re quite well grounded.”
The promotion of the Terrain Tamer range has actually held us in good stead through these times so we’re not noticing the impact like we did in the last recession as a company.”
Mr. Hutchinson said the biggest future challenge will be battling against cheap import products.
“Our business is designed on quality and so the difference between a quality aftermarket product and a cheap aftermarket product can often be the difference between being bought from China or bring bought from Japan,” he said.